The turbulence of 2020 and increased remote working has meant that many businesses across the globe have been forced to make sudden and significant investments in hardware devices to support the working needs of their staff. Hardware companies like Apple, HP and Dell have been seeing a surge in personal computing/device sales to the point of shortages in the market.
When an IT incident negatively impacts employee experience, IT teams rush to remedy the issue – understandably, as a widespread incident can have major effects on employees’ productivity, security, and overall experience. Yet, so many IT teams find themselves drowning in support tickets even as they continue to resolve top call drivers (the incidents that affect the most employees and drive the most support requests).
We’ve all been there: the Zoom call that drops out in the middle of a crucial discussion; the browser application that won’t load when you badly need to access it. Network problems have been around since the dawn of the Internet, and they always will be. But during this recent period of remote working, connectivity issues have become a much bigger threat to workspace productivity and employee experience.
If someone predicted how IT roles will change in the coming years, they’d likely envision tech roles maturing around emerging and high-value new technologies, such as AI, data science, and the cloud, as well as an ongoing focus on cybersecurity across industries and business divisions. These topics frequently come up in discussions with tech leaders about the near future of IT roles. But many would be surprised by two major trends.
This one goes out to my fellow IT support leaders who might find themselves drowning in ticket data and stuck in reactive mode. I work as the Enhanced Support Services Lead at a global consulting firm where I manage my organization’s L2 support team and in-house Customer Experience Analytics team (CEA)—a group of individuals that I wish had by my side years ago—more on that later.
Even though lockdown in the UK is easing and shops are reopening, there remains a question mark around the timing for the return to the office. As the pandemic continues to impact society, many professionals find themselves continuing to conduct business from their home offices, dining rooms, or bedrooms.
Managed IT services are widely used by the most sophisticated organisations across the globe. Recent reports show that over 90% of the Fortune 500 have multiple outsourcing contracts to managed service providers, with a value of over $190 billion. This includes managed IT services such cloud services, infrastructure, networks, security, backup, applications and much more. How can organisations at any scale adopt the same strategy and benefit from managed IT services?
In today’s digital age, keeping up with market trends is exactly what a business has to do to stay ahead. Creating a solid online brand image plays a key role in this task, and to do it, dedicated SEO efforts go a long way. Crafting targeted keywords that can direct traffic to your webpages can work wonders in capturing a widespread customer base. Now what if we were to tell you that instead of doing everything manually, you could rely on an automated tool to take care of things?
The role of the chief information officer (CIO) continues to evolve in response to an always-changing business environment. Through its unique position among the C-suite, the CIO is a strategic adviser who has historically been a highly influential and prominent figure for important decision-making across the enterprise.
Uptime monitoring has a direct impact on your organization’s ability to support end-users and deliver services. Not maintaining adequate uptime can interfere with business productivity and impact end-user satisfaction, eventually resulting in financial losses. Establishing uptime can be a challenging task since there are numerous factors that can act against it.
